COPC

JULY 25, 2022

Organizations can make self-service a more desirable option by developing an easy-to-use system that resolves issues efficiently. As opposed to forcing people into channels they don’t want to use. See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language ML services in our upcoming webinar. Watch the outcomes from live conversations as experts give practical insight into what does and doesn’t work.

Self service 81

Self service Benchmark Contact Center Chatbots 81

Education Services Group

JULY 26, 2022

Customers find their way into companies through various channels at different times. Their experience with your company and distinct use of products and services will always be unique. Companies tend to approach all customers with “one size fits all” processes and understanding. Instead, I recommend meeting customers as they are, instead of how we would like them to be.

Coaching 52

Coaching Finance Feedback Sales 52

ShepHyken

JULY 26, 2022

Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. He shares how companies can use AI and technology to help customer support agents and customers find the best resolution.

Real estate 376

Real estate Self service Customer Service Technology 376

Beyond Philosophy

JULY 23, 2022

We hope you enjoy today’s show. If you do, could you vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. There is a compelling and interesting Sci-Fi show on Netflix called “ The OA.” But I don’t recommend watching it.

Consulting 243

Consulting Consulting Surveys Customer Experience 243

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Despite changes in technology, new contact channels, and omnichannel communication, some call centers are still "partying like it's 1998," using outdated metrics and operating as a cost center.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He shares the best practices for improvement can make a huge difference to your first call resolution rate. . You don’t want to wait around for your queries to be resolved.

First call resolution 216

First call resolution Call Center Best practices Customer Support 216

Beyond Philosophy

JULY 28, 2022

Netflix has a great show called “The OA,” but you shouldn’t watch it. You will wish you hadn’t if you ignore me and queue it up. This fantastic and disappointing show is the victim of using old metrics for televisions’ success to measure performance in a new delivery channel. The problems with this show represent how the implications of the Long Tail in today’s environment dictate changing how we invest in our businesses and experiences, and that ignoring it

Metrics 221

Metrics Marketing Consulting Consulting 221

Contact Center Pipeline

JULY 27, 2022

If you Google prison-staffed call centers, the coverage isn’t good and rightly so. Companies have misused prison labor in the contact center for little more than their own greed. As a result, there is a black cloud that hangs over such contact centers today. The sheer mention of it is automatically associated with American slavery […].

Contact Center 147

Contact Center Call Center 147

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? Renewals and upsells are effective ways to expand customer revenue for any recurring revenue business model but they are especially important during periods of economic uncertainty when new acquisition growth slows down or stops altogether. .

Upselling 115

Upselling Enterprise Accountability Metrics 115

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

ShepHyken

JULY 25, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Ways Companies Make Work Purposeful by Michael Mankins, Eric Garton, and Dan Schwartz. (Harvard Business Review) In the aftermath of Covid-19, many companies have boosted pay, and offered greater flexibility in order to recruit and retain the best people.

Customer Service 38

Customer Service Chief Customer Officer Automotive Wait times 38

TechSee

JULY 28, 2022

The evolution of chatbots in customer service has generated much fanfare over the years. Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand. Furthermore, chatbots are cost savers, with the cost of a self-service interaction at just $0.10 compared to about $8 per live contact. .

Chatbots 109

Chatbots Self service Wait times Technology 109

AWS Machine Learning

JULY 29, 2022

Customer satisfaction is a potent metric that directly influences the profitability of an organization. With rapid technological advances in the past decade or so, it’s even more important to elevate customer focus in the following ways: Making your organization accessible to your customers across multiple modalities, including voice, text, social media, and more.

Contact Center 105

Contact Center Interactive Voice Response Self service Accountability 105

Totango

JULY 26, 2022

Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? During periods of economic uncertainty, you need to do more with less. This means providing exceptional customer experiences and solutions become top priority, all the while continuing to find ways to increase the value you’re providing, as well.

Best practices 115

Best practices Enterprise Sales Personalization 115

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

ShepHyken

JULY 27, 2022

One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. So, let’s examine the employee experience to find out what makes employees happy with their jobs. . Some companies conduct exit interviews for employees who have chosen to move on.

Customer Service 180

Customer Service Employee engagement Customer Experience 180

CSM Magazine

JULY 28, 2022

For UMC, a century-old construction firm known for taking on some of the most complex, ambitious, and challenging projects in the business, from Seattle’s Space Needle to Amazon’s Spheres, there’s no settling for “good enough.”. That standard applies not only to the quality, aesthetics, and safety of the built environments UMC creates, but also to the systems its people use to manage and grow the business.

CRM 105

CRM Construction Enterprise Sales 105

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true. According to a Forrester report , 72% of US online consumers prefer to use self-help tools online to get answers to their questions rather than contact the company’s help desk via telephone or email.

Management 98

Management Customer Service Self service B2C 98

ChurnZero

JULY 29, 2022

This article was originally published on Forbes.com. Acquiring new customers is good. But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation. Incremental improvements lead to big gains. In fact, according to one source, increasing your customer retention by just 5% can increase your revenue by up to 95%.

SaaS 98

SaaS Customer centricity Upselling B2B 98

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

VirtualPBX

JULY 28, 2022

If you’re looking for a new phone number, you may want to consider getting one with the area code of your business location. Local phone numbers are more credible and let people know your company’s location. But what if you’re using your personal line for work? In that case, local numbers offer even more benefits. Here’s how small businesses can get a local phone number: Why You Should Get A Local Phone Number.

voip 98

voip Personalization 98

Quality Contact Solutions

JULY 26, 2022

After writing over one thousand call center scripts, we know that there isn’t a single stand-alone ingredient we’d consider the ‘secret sauce’ for creating the perfect script. So instead, we’ve found that the sum of all the parts makes the most compelling scripts. The S Word The word ‘script’ is nuanced and has a perceived negative stigma, but why?

Scripts 98

Scripts Call Center Telemarketing Best practices 98

Spearline

JULY 28, 2022

Are you running your business phone system in the cloud? The reliance on cloud-based team collaboration software has grown rapidly with many enterprises using these applications to keep dispersed teams connected. But how do you measure the audio quality on these connections? With Spearline’s Cloud PBX Voice Quality Test , you can find out. The Cloud PBX Voice Quality Test will replicate your call flow to or from your Cloud PBX provider.

Call flow 98

Call flow Enterprise Technology Management 98

Momentum Telecom

JULY 26, 2022

Read through our checklist to see if your cloud service providers are meeting your needs or coming up short: Download Checklist. The post (Checklist) Is Your Business Thriving With Your Existing Cloud Services? appeared first on Momentum Telecom.

Management 98

Management 98

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

Nicereply

JULY 25, 2022

Are you considering a career as a customer service representative? There is no better time than now! Believe it or not, the summer season is a great time for finding a new job. Companies aren’t so busy and you have a lot of time to take some rest and prepare for an interview. Almost 50% of American employees are considering a change of job and remote work is getting more attractive than ever before.

Customer Service 98

Customer Service Best practices Feedback Customer Support 98

Quadient

JULY 25, 2022

Aspire Leaderboard Transforms its Grids for an Evolving CCM Market. Marissa Feigen. Tue, 07/26/2022 - 02:35. Every year, the Quadient team, along with our customers, partners, and future customers, eagerly anticipate the updated Aspire Leaderboard. This year’s Leaderboard reflects several major shifts in the industry, with three critical updates that make it easier to plan customer communication transformation projects.

Marketing 95

Marketing SaaS Technology Feedback 95

Spearline

JULY 28, 2022

Are you running your business phone system in the cloud? The reliance on cloud-based team collaboration software has grown rapidly with many enterprises using these applications to keep dispersed teams connected. But how do you measure the audio quality on these connections? With Spearline’s MS Teams Voice Quality Test , you can find out. The MS Teams Voice Quality Test will replicate your call flow to or from your Cloud PBX provider.

Call flow 97

Call flow Enterprise Technology Management 97

Russel Lolacher

JULY 26, 2022

In this episode of Relationships at Work, Russel chats with workplace violence prevention advisor and consultant Felix Nater on the impacts of violence and non-violent behaviour in the workplace, its impact on culture and steps to avoid it. A few reasons he is awesome – he is the President and Owner of Nater Associates, Ltd. a human resource security management consulting practice, and has more than three decades of federal law enforcement, investigative, program management and security ex

Consulting 94

Consulting Consulting Education Personalization 94

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

ConvergeOne

JULY 28, 2022

Rinchem is a chemical management solutions provider with plans to grow by 14-19 sites over the next few years. One of its biggest challenges is gaining the stability needed so that it can provide a reliable network and ensure the availability of all services. With ConvergeOne’s guidance, Rinchem has taken a methodical approach to cloud migration that has allowed it to get to the next generation of technology while having business continuity in place at all times.

Technology 94

Technology Management 94

Quiq

JULY 28, 2022

We hate to break it to you, but the customer experience is getting worse. Okay, maybe you already knew that. With staffing shortages, supply chain disasters, inflation, and a looming recession, there’s a lot going on. And customer service seems to be bearing the brunt of it. Forrester’s Consumer Index Ratings showed a big drop in the quality of customer experiences.

Customer Service 90

Customer Service Wait times Airlines Morale 90

AWS Machine Learning

JULY 26, 2022

Logistics and transportation companies track ETA (estimated time of arrival), which is a key metric for their business. Their downstream supply chain activities are planned based on this metric. However, delays often occur, and the ETA might differ from the product’s or shipment’s actual time of arrival (ATA), for instance due to shipping distance or carrier-related or weather-related issues.

Transportation 89

Transportation Metrics Engineering Accountability 89